Customer Information Manager

2 weeks ago

Monument Station, United Kingdom GTR (Govia Thameslink Railway) Full time £40,000 - £70,000 per year

Do you enjoy finding new ways to communicate with customers?

Here at GTR we are looking for a Customer Information Manager.

This is a critical customer communication role intended to ensure that GTR's customers receive timely, accurate and informative information to assist them in their travel plans. Working to continually innovate to improve information provision for our customers will ensure the success of this role.

We are looking for someone who can bring the following to our Customer Information team:

  • Experience in the rail industry, particularly with Customer Information Systems and how they integrate.
  • Innovative ideas to improve communication effectiveness.
  • Project Management experience, including understanding and application of Project Management principles and a track record of delivering projects on time, within scope and budget.
  • A hands-on approach with an energetic attitude
  • A personality that thrives in a dynamic environment where no one day is the same.

Key Accountabilities:

  • Ensure that Control, Stations, Fleet and On-Board Teams have the processes, systems, equipment and tools to provide timely and accurate information.
  • Ensure GTR's Passenger Information delivery plan agreed with the ORR is understood and met, identify any changes and share best practice with the wider business.
  • Ensure compliance with ORR Passenger License regulatory requirements.
  • Involvement in GTR's provision of industry data integration and information flow processes with RDG.
  • Act as the key link with our industry partners, in particular with NRCC, RDG & the wider Smarter Information for Smarter Journeys Programme.
  • Ensure continual innovation of existing customer information tools, as well as lead the development of new tools.
  • Ensure all projects are delivered within scope, time and cost parameters, and look for cost savings on a continual basis.
  • Support the management of the relationship with suppliers and proactively evaluate their performance on an ongoing basis.
  • Ensure that all customer communications materials meet the industry and regulatory standards.
  • Work to support colleagues in the Control, stations and on board as required to ensure all digital and printed information is of optimum quality and used correctly

We're passionate about having a diverse workforce. We want enthusiastic individuals with great interpersonal skills from all backgrounds to apply for this position and particularly would like to hear from women and those from Black, Asian and Minority Ethnic (BAME) communities.

In return, we can offer you:

  • Free travel across the GTR network

  • 75% discount on other train services, including the London Underground

  • Final salary pension scheme

  • Healthcare benefits

Looking for your next inspiring and rewarding opportunity? Please apply

(Please note this is not a standard IT related role)

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